Title and Summary

Senior Analyst, Customer Performance

ABOUT THE OPPORTUNITY

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

OVERVIEW

The Franchise Acceptance Performance Team works to preserve and enhance the integrity of the Mastercard brand and network by ensuring that customers perform in accordance with Mastercard Standards. The team manages a number of global performance programs and initiatives with a strategic focus on strengthening acceptance of Mastercard products and driving an outstanding cardholder experience.
• Are you a critical thinker and problem solver?
• Do you have experience conducting investigations?
• Do you have strong analytical skills and the ability to derive data-driven insights?
• Do you have superior written and verbal communication skills?

ROLE
• Help drive performance initiatives to address key acceptance issues, encourage correct customer behavior, and ensure high quality POI interactions and cardholder experience
• Conduct investigations to support the Acceptor Business Code (MCC) Performance program
• Manage end-to-end cases from initiation to resolution, including engaging with both internal and external customers, analyzing data and extracting insights, and providing education about program requirements and procedures
• Must be able to independently identify performance issues, develop and execute a resolution process, and coordinate with relevant group(s) which may be impacted
• Must be proactive in solving problems and able to make recommendations to help advance issues forward and bring them to closure
• Expertly manage, enhance, automate and streamline operational processes and procedures
• Establish and leverage relationships with key stakeholders to identify opportunities and ensure issues are addressed quickly and effectively
• Identify regional or global trends and help to develop key performance metrics and reporting
• Complete ad hoc requests, participate in special projects as required, and provide cross-functional support as needed

ALL ABOUT YOU
• Knowledge of electronic payment processing and card brand networks
• Experience analyzing and managing merchant risk and/or onboarding
• Experience conducting investigations, ability to clearly document and articulate findings, acuity to uncover fine details, strong intuition and emotional intelligence
• Excellent PC skills including proficiency in Microsoft Excel (Pivot Tables/V-Look Ups), Word, PowerPoint, and Access; experience with SQL, Power BI, Tableau, Domo, or other comparable business intelligence tools a plus
• Critical thinker with robust analytical and problem-solving skills
• Superior written and verbal communication skills, confidence and poise to communicate with high-level internal and external contacts
• Must be self-motivated, able to work independently and take action to move cases forward, develop and execute solutions
• Strong attention to detail, highly organized, able to multitask and follow multi-step processes
• Must be able to work in a fast paced and dynamic environment, prioritize workload, consistently meet established deadlines, and deliver exceptional results
• High degree of tact and integrity, understand the importance of handling sensitive and confidential information with care

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges
Toronto, Canada: $83,000 - $132,000 CAD